IT Infrastructure Supporting Services Manager

Job Description

Description

DESCRIPTION:

SAIC is looking for an experienced IT Infrastructure Support Services Manager to join our team supporting US government agency in the National Capital Region. The IT Infrastructure Support Services Manager has a pivotal role being responsible for ensuring the seamless operation, security, and efficiency of the organization's IT infrastructure in support of dependent applications and systems. With a focus on Tier II software support and a diverse range of critical systems, the IT Infrastructure Support Services Manager is integral to maintaining a robust IT environment. The role collaborates closely with Tier I support and manages escalating complex challenges to their higher-level specialists when needed. The IT Infrastructure Support Services Manager will manage Infrastructure supporting applications and systems within the customer’s multi-faceted network infrastructure, spanning multiple platforms residing on multiple technological enclaves. Specifically, this job will consist of the following:

· Provide second-level support for software-related issues, collaborating with Tier I support and escalating complex problems to higher-level specialists when necessary.

· Administer and support Office 365 applications and services, ensuring seamless collaboration and communication.

· Manage and maintain IronPort systems, ensuring efficient mail routing and applying necessary patches to enhance security and performance.

· Support and maintain wayfinding digital signage solutions, ensuring accurate and user-friendly navigation within the organization's digital environment.

· Administer and support Physical Access Control Surveillance System (PACSS) software, including C-Cure, Traka, and BVMS, ensuring the security and integrity of access control systems.

· Utilize SCCM efficient software packaging and deployment, system updates, and configuration management across the organization's IT infrastructure.

· Administer BigFix for endpoint management, ensuring compliance with security policies and facilitating patching and software distribution.

· Manage the lifecycle of digital certificates, including provisioning and renewal processes, to maintain a secure and compliant IT environment.

· Manage Active Directory Services, Group Policy Objects (GPO), and Group Policy Preferences (GPP) to maintain a secure and organized directory structure.

· Implement and manage Entra AD Connect for directory synchronization and integration purposes.

· Utilize Active Roles Server for efficient Active Directory management, including user provisioning, de-provisioning, and access control.

· Administer Intune for endpoint management, ensuring secure and compliant device configurations.

· Manage Mobile Device Management (MDM) using Intune for mobile device security and compliance.

· Support and maintain Everbridge for critical communication and incident management.

· Manage Active Directory Federation Services (ADFS) for secure authentication and implement Single Sign-On solutions.

Qualifications

EDUCATION & EXPERIENCE:

· Undergraduate degree with Twelve years of experience or Graduate degree with Ten years of experience in IT Infrastructure systems and Application

· One or more current industry recognized certifications

REQUIRED SKILLS:

· Demonstrated ability to manage skilled, highly productive teams.

· Experience coaching, mentoring, and developing talent.

· Managing by metrics, producing and presenting team progress against delivery requirements.

· Ability to organize, prioritize, and manage team workloads working towards overall goals and commitments.

· Proven track record in providing second-level support for software-related issues in a complex IT environment.

· Strong understanding of Active Directory, including services, Group Policy Objects (GPO), and Group Policy Preferences (GPP).

· Experience with Entra AD Connect and Active Roles Server for efficient directory management.

· Proficiency in Intune for endpoint and mobile device management.

· In-depth knowledge of Office 365 applications and services.

· Expertise in Active Directory Federation Services (ADFS) and Single Sign-On implementation.

· Demonstrated ability to manage digital certificates, execute litigation holds, and implement email sender blocking.

· Experience in packaging and deploying software applications and supporting legacy development tools.

· Strong communication skills, collaboration abilities, and excellent troubleshooting and problem-solving skills

· Ability to work effectively independently as well as within a team environment.

· Fluency in both spoken and written English, including the ability to work with highly technical and specialized content. Must be able both prepare and deliver such content, verbally and in writing, but also comprehend such content from others, in both spoken and written form.

· Ability to work in a fast-paced environment while maintaining outstanding customer service skills.

· Must be flexible with work schedule during surge periods of support.

· Ability to document processes as needed.

· Proficiency in explaining complex policies and protocols in simple terms.

· Stays updated on IT trends and security standards.

· Demonstrates excellent analytical thinking and problem-solving skills to be able to assess potential risks and develop possible solutions.

Overview

SAIC® is a premier Fortune 500® technology integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer, fostering a culture of diversity, equity and inclusion, which is core to our values and important to attract and retain exceptional talent. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.4 billion. For more information, visit saic.com. For ongoing news, please visit our newsroom.